IO phone just rings, no answer

Lora C. shared this problem ago

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when a customer calls our IO phone number, it just rings indefinitely. It does not forward the call to the number we have listed for the worker on the call schedule. we are just doing testing, but cannot figure out how to simply forward the IO number to our office number of 3307454545

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Comments (2)

IO S. ● 6 years ago

It looks like it is correctly ringing your +13307454545 number when a customer dials your IO Phone number (+13306649220). However, once you pick the call up from +13307454545, a speech prompt instructs you to "press 1 to connect" with the customer, which I'm not seeing in the logs as having taken place. Please confirm that you're pressing 1 from the ring schedule number (+13307454545) in order to successfully connect with the customer's incoming call. Thanks.

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Lora C. ● 6 years ago

I'm not following. Are you saying it's an IO feature that requires us to press 1 to accept? We can't do that, because an auto receptionist answers and gives options to press for different offices, extensions, etc.

If this is in fact an inflatable office feature, can it be turned off? So that it just Rings through and they hear our normal prompt?

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IO S. ● 6 years ago

Yes, it is an IO Phone feature to press 1 to accept an incoming call. This is done to prevent the ring schedule phone's answering machine from picking up the call, which would result in the customer hearing the sales rep's personal voicemail recording instead. This is an important feature for the majority of those using IO Phone, as they configure their ring schedule to use a personal phone (like an office or cell phone). At this time there is no option to turn this feature off, but seeing as your use-case is a bit different, I'll see if we can make this feature optional in the future. I do apologize for the inconvenience.

Depending on how your current auto receptionist works, you could potentially port your existing number over to IO Phone and utilize our auto attendant features instead of trying to bridge IO Phone together with another service. Of course this decision is entirely up to you.

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